Helpline Coordinator

The Community Service Society (CSS) is an independent, not-for-profit organization that has been at the forefront of public policy innovations that support low-income New Yorkers for over 175 years. CSS runs a number of consumer health assistance programs that help people enroll in and use health insurance. These services are free. It also coordinates the Health Care for All New York Campaign, a coalition of 170 groups dedicated to securing quality, affordable coverage for all New Yorkers. The Community Health Advocates (CHA) program provides health insurance and access to care assistance to over 30,000 New Yorkers annually through a live answer CHA Helpline and a network of 27 community-based organizations. The CHA Helpline handles approximately 10,000 calls per year.

CSS seeks to hire a Helpline Coordinator to provide consumer assistance on the CHA Helpline. The CHA Helpline Coordinator will answer questions about eligibility for health insurance; troubleshoot insurance problems; and provide assistance to health insurance consumers who are experiencing difficulties accessing care.

Job Responsibilities:

• Handle live answer telephone calls from health consumers who have questions or concerns about their eligibility for health insurance coverage, health insurance tax forms, how to access health care through a health plan, how to appeal a denial of coverage or care, how to access low-cost or free care.
• Assimilate and communicate information about consumers rights in the health care system to consumers.
• Ensure the proper recording of consumer information, data and detailed case notes for each case.
• Ensure timely responses for consumer cases requiring callbacks and follow up.
• Contribute to reporting of helpline trends and statistics.
• Other responsibilities identified by Supervisor.

Job Qualifications:

• BA or relevant advanced degree required.
• Minimum of three years’ experience providing customer service assistance required.
• Proficiency with MS Office required.
• Experience with Salesforce or other data management system preferred.
• Fluent in Spanish or a language other than English required.
• Demonstrated ability to objectively deliver information to a wide range of consumers.
• Strong written and verbal communication skills required.
• Research experience preferred and training experience preferred.
• Experience with and understanding of the health care system or demonstrated willingness to learn about it.

Salary and Benefits: This position is union represented by local 1199 SEIU with an annual salary of $68,205.00 and comprehensive medical, dental, and vision coverage provided by 1199. Community Service Society provides an employee benefit package including 403b retirement savings plan, defined benefit retirement plan, commuter benefit plan, EAP, and more in addition to a robust paid time off policy.

CSS currently offers a hybrid work environment requiring onsite work at CSS’ office at least two days per week and three days per week remote work.

***Interested applicants should provide a cover letter and resume at the time of application submission***